System Administrator II

GENERAL STATEMENT OF RESPONSIBILITY: Provide advanced desktop and endpoint support and perform approved systems administration activities. Serve as the senior technical resource for the Service Desk, bridging end-user support and Infrastructure while assisting the Supervisor with escalations, technical guidance, and service improvements.

• Investigate and resolve complex desktop, laptop, peripheral, application, and connectivity issues escalated by Service Desk staff; maintain timely incident and request updates in Service Now.
• Serve as the Service Desk’s senior technical escalation point; coach technicians, share troubleshooting approaches, and provide hands‑on assistance during high‑impact incidents.
• Assist the Service Desk Supervisor with technical work prioritization, escalation coordination, and day‑to‑day continuity of support services; communicate recurring issues and service risks.
• Administer and troubleshoot enterprise endpoints; coordinate operating system and application updates, patch deployment, endpoint compliance, and remediation of identified security or configuration issues.
• Assist with updates, endpoint policies, patch schedules, software deployment packages, and remediation workflows; test changes and coordinate implementation with Infrastructure and Security.
• Support Windows and Microsoft 365 end‑user services, including authentication, account access, collaboration applications, and workstation‑to‑service connectivity.
• Perform approved routine administration of Active Directory and related identity services, including account, group, policy, and access changes within assigned permissions.
• Partner with Infrastructure, Network, Security, and application teams to diagnose problems spanning endpoints and back‑end services; document findings and coordinate handoffs or remediation.
• Support endpoint lifecycle activities, including device standards, provisioning, refreshes, inventory, deployment, and retirement across Windows and Apple devices.
• Provide advanced Apple device troubleshooting and assist Infrastructure and vendor partners with enrollment, application, connectivity, and security issues.
• Assist with implementation and operational rollout of CRL’s enterprise Apple device program, including Apple Business Manager, MDM enrollment, device configuration, app distribution, and support to the Service Desk.
• Support enterprise technology pilots, migrations, and upgrades; test support readiness, identify repetitive incidents, and recommend practical automation or service improvements.
• Create and maintain technical documentation, knowledge articles, configuration procedures, and cross‑training materials that enable consistent first‑ and second‑level support.
• Apply CRL security, privacy, change management, and access‑control requirements; safeguard confidential company and client information and elevate suspected security issues promptly.
• Provide occasional direct user support and after‑hours assistance when required for major incidents, planned changes, or business‑critical activities; perform other duties as assigned.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.

Other duties as assigned

EDUCATION: Degree in Computer Science, Information Technology, or related field; equivalent relevant experience accepted

EXPERIENCE: Four years of hands‑on enterprise systems administration, including direct responsibility for production server environments, virtualization, upgrades, and incident resolution.

• Strong troubleshooting knowledge of Windows desktops and…